Reservation supervisor job description

1.Responsible for supervision of Reservation and PBX personnel.

2.Responsible for answering calls in the reservation and PBX Que when needed

3.Contributes towards creating and maintaining the spirit and positive attitude of staff.

4.Responsible for the knowledge and implementation of Hotel policies and procedures.

5.Ensures accuracy in all reservation bookings and processed ticket sales.

6.Provides updated information for department.

7.Consistently monitors and controls call volume.

8.Available to all agents/operators for assistance during each shift.

9.Schedules breaks for the area.

10.Completes observations and performance evaluations in a timely manner.

11.Oversees response to department emails.

12.Enters daily information in supervisors pass down emails

13.Meets attendance and tardiness standards.

14.Be knowledgeable of and consistently follow Nugget policies and procedures

15.Performs work in a safe manner and always maintains a safe environment for fellow employees and guests alike.

16.Immediately reports unsafe conditions and employee or guest accidents to a Manager or Security.

17.Always Maintains a positive and professional image for the Nugget when performing duties or representing the Nugget and encourages others to do the same.

18.Other duties and responsibilities as assigned.

RELATIONSHIPS: Reports to Reservations/PBX Manager.

PREFERRED BASIC REQUIREMENTS:

EDUCATIONAL LEVEL:

High school graduate or equivalent.

LANGUAGE:

Able to effectively communicate with others using the English language.

EXPERIENCE:

Supervisory experience and previous experience as a reservation agent.

SPECIAL SKILLS:

Excellent communication skills. Typing experience required and Microsoft Office experience preferred.

PHSYICAL DEMANDS ANDWORK ENVIRONMENT

Ability to walk, stand, or sitfor long periods of time

Ability to lift, move, push,pull items up to 40 lbs.

Fine finger manipulation.

Work environment may includesmoke and variable temperature, lighting, and noise levels.

Work may be performed indoorsand outdoors during special events.

Company DescriptionNugget Casino Resort in Reno began operations in 1955 as a coffee shop across the street from our present location. Throughout the years, the Nugget has become a premier Hotel/Casino Resort in the Reno/Tahoe area. We have over 1,500 rooms, eight award-winning restaurants, 110,000 square feet of convention space, a world-class spa and over 2,000 employees.

Today, the resort offers a competitive benefits package in a fun and friendly setting. We have a sterling reputation for the friendliest employees in the industry, who strive to provide the very best in guest services. Work for the best, come to the Nugget!

Become one of the stars behind the show and become part of the world's most powerful entertainment brands. Our Company has one exciting mission: To Entertain The Human Race.
PRIMARY PURPOSE:

As a Group Services Supervisor, you will set the stage for guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW moments and memories they will carry with them far beyond their stay with us.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

* Ensure the assigned operational functions of Group Services are consistent with the strategic plan and vision for the department, the division, and the Property
* Manage and monitor daily labor, departmental budget, operations of Group Services, and marketing strategies to produce both short-term and long-term profitability for the Property, while meeting departmental needs and objectives
* Manage Human Resources responsibilities for Group Services to include: creating a work environment that creates teamwork, performance feedback, recognition, mutual respect and employee satisfaction, recommendations for quality hiring that encompass the company's diversity commitment, training
* Oversee the daily execution and distribution of reports to ensure accuracy and timeliness
* Maintain effective communications with operational departments to effectively resolve any situations which may impact guest service
* Closely monitor all group blocks and pick-ups. Attend weekly block review meetings and provide updates of all groups, any historical patterns and circumstances which may negatively impact room inventory/revenue
* Attend meetings with clients and the Property staff as needed, acting as a key liaison between Sales/Convention Service Managers, group contacts, and meeting planners
* Work closely in mentoring and cross training Group Services staff in additional tasks/responsibilities to optimize advancement opportunities available for subordinate staff
* Assist in creating a weekly schedule and keeps track of time off requests
* Maintain and assign all groups ensuring each Group Services Coordinator has equal amounts of work on a monthly basis
* Maintain complete knowledge off all procedures and ensures all equipment and work areas are kept stocked, clean, neat, and in working order, as well as supplies are ordered as needed
* Work with the Corporate Leisure department, sales, and marketing to ensure necessary modifications are made on a timely basis
* Perform other job-related duties as requested

KNOWLEDGE, SKILLS, AND ABILITIES:

* Able to effectively communicate in English, in both written and verbal forms
* Able to lead and mentor a team
* Ability to read and write proficiently to evaluate reports, correspondence and statistical information
* Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
* Ability to multi-task and work well in a fast paced, team-oriented environment
* Proficiency of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine
* Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail
* Effective listening abilities with strong judgment skills
* Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts
* Maintain a professional, neat and well-groomed appearance adhering to company standards

MINIMUM REQUIREMENTS:

* High school diploma or equivalent
* Two (2) years of related experience

PREFERRED:

* Additional education at the college level associated with Hotel or Business Administration
* Three (3) years supervisory experience at a major hotel and casino resort complex
* Knowledgeable of Property Management System (Opera), and Passkey
* Experience working in a similar resort setting

Location:

Las Vegas, Nevada

Who we are:
We love what we do and what we do is important! We believe that everyone should leave feeling better - this means not just our guests, but also our teammates. Everyone should go home feeling better because they learned something new, or had fun working that day. Therefore, we hire unique individuals who work together to create amazing experiences for our guests. We recognize that every member of the team contributes to the success of the whole hotel. No-one is more important than anyone else, and unless we are in it together, we can't create that special experience for our guest.
Your mission:
Should you decide to accept it…
We want someone who thinks outside the box. Our Belief Statement starts with “We love what we do and what we do is important.” Every single teammate in our hotel is valued and we expect our guests to feel the same way. This isn't a walk in the park, but if you are passionate about people, share our quirky sense of humor, and are able to see beyond the traditional scope of checking in and out, then this just might be the right role for you. We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm and truly remarkable service. We will support company reservations policies, pricing, market strategy, yield, distribution/selling strategies, and revenue management best practices. Adhere to the policies put in place by management to ensure a smooth reservations process and deliver 100% guest satisfaction while assisting in revenue optimization through full utilization of company service standards, systems, business processes and specifications implemented by the Director of Revenue
The Nitty-Gritty:
What exactly you will be doing…
In helping you understand your role in working for a world class organization, the following is a list of your essential job responsibilities. Please keep in mind that this list is not all inclusive and that you may be asked to perform other job tasks by your supervisors/managers not listed below in the constant quest to provide “out of this world” customer service experience for our guests:
Use yield management polices to maximize revenue and occupancy via reservation sales
Review all inbound reservations, detailing for packages, monitoring for duplicates and processing deposits
Process reservations from the Sales Team
Reconcile monthly Travel Agency Commissions
Liaise with Front Office Team and Revenue Management to attain perfect sells
Be creative and think outside the box to create memorable experiences for our guests
Handle rooming list entry including awarding contractual concession assignment and establishing accurate billing
Utilize interpersonal skills to communicate with group contacts or Sales Team regarding room block issues/concerns, cut-off dates, special needs/request, distribution of rooming lists
Anticipate group needs whenever possible and alerts groups in advance to sold out dates over group block or sold out pre and post dates to eliminate surprises at the time the rooming list is submitted
Recognize and manages group requests that fall outside of the contracted room block in a professional manner, communicating these requests to Revenue Management and Group Sales
Review resumes, detailing groups for accuracy, special needs and VIPs as appropriate to each group
Create rate codes, update and maintain records of all rates and rate configuration in the CRS and PMS
Prepare weekly and monthly revenue management reports
Work well on a team and independently while being accountable for work performed and maintaining positive relationships with all hotel departments.
Use excellent communication skills with guests & staff including verbal, written and body language.
Highly organized, anticipating needs and over delivering wherever possible.
Provide a unique and personal reservations experience for every single guest or potential guest while following company policy and service standards.
Support the Sales Team by setting up rate codes, profiles, booking links, monitoring cutoff dates, rooming list entry, special requests and billing.
Effectively communicate any pertinent info to the proper department and ensure open and productive communication is consistently practiced.
Participate in daily RevMax/Reservations team meeting as well as weekly interdepartmental meetings as assigned by DORM.
Prepare all reports and information necessary to actively participate in the weekly meetings.
Receive all definite and tentative group bookings and ensure that each booking is accurately reflected in the PMS to guarantee accurate numbers as well as smooth booking for clients.
Receive and process all revisions to group bookings in the PMS and other external systems.
Assist in the maintenance of any software programs which contribute to the management of room revenue, including HMS, Duetto, Delphi, SynXis and all extranets.
Work closely with the Director of Sales & Marketing, the Director of Revenue and Front Office Manager to ensure their departmental objectives and responsibilities to The Hotel Management Group are met without having a negative impact on total room revenue. This is with special attention to Corporate Marketing Programs, Special Promotions, and Know customers, Local Negotiated Accounts and Corporate Negotiated Accounts.
Monitor and communicate fluctuations in occupancy to operational departments so they can effectively manage staffing requirements and increase efficiency.
Perform other duties as assigned.
What qualities are we looking for?
You got skills? If you are able to perform the following, then you have come to the right place…
Carrying or lifting items weighing up to 10 pounds
Report to designated shift in assigned attire on time (if applicable)
Flexibility to work different shifts, including on the weekends, holidays and nights.
Computer skills. PMS, CRS, Delphi, Microsoft Office, Email
Customer service and teamwork are two of the most critical skills desired for this position.
Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
Understanding of microeconomics as it applies to hotel business.
Demonstrate the understanding and ability to assist in the execution of effective hotel pricing concepts, yield management optimization and selling strategies, and ability to determine which concepts to apply in given market conditions.
Problem solving, reasoning, motivating, organizational and training abilities are used often.
Ability to travel to attend workshops, specialized training and or certifications.
May be required to work nights, weekends, and/or holidays
Background must-have:
Current, legal and unrestricted ability to work in the United States
High school or equivalent education required
At least one year of hotel or reservations experience
Ability to clearly and pleasantly communicate in English
Proficient in MS Word, PowerPoint, Outlook and Expert in MS Excel
Mathematical skills - Basic
Strong reading and writing abilities are required